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Minutes of Meeting No. 10
Held on: 24 October 2003
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Present
Name Initials Org. Role
Ruth Holleran RH POL Head of Network Support
Martin Riddell MR FS Customer Services Director
Peter Burden PB FS Operations and Support Service Manager
Richard Brunskill RB FS Infrastructure Services Manager
Nick Samuel NS POL Commercial Manager (Fujitsu Services)
Beverley Dunn BD POL Programme Integration Manager
Liz Tuddenham LT POL Service & Supplier Performance Manager
Bernadette O’Donnell BOD POL Service Review Manager
Dave Hulbert DH POL Business Continuity Manager
Nicola Wood LH POL Minutes
lan Morrison IM FS Service Introduction Manager
Apologies
(Note: if a member of a Forum is not able to attend a meeting, a fully empowered deputy shall be
nominated by the relevant Lead Attendee to take his/her place. Schedule 4 para 1.1.4)
Name Initials Org. Role
Copies to
Post Office: SMF attendees, Forum secretaries, Dick Brazear
Fujitsu Services: SMF attendees, PathwayDocumentManagement GRO. Hi
Glossary
SRB Service Review Book
SLA Service Level Agreement
SLT Service Level Target
SMC Service Management Centre
TSD Technical Services Desk
HSH Horizon System Helpdesk
CCN Change Control Note
OLA Operational Level Agreement
MI Management Information
TP. Transaction Processing
AP Automated Payments
CMF Capacity Management Forum
IRF Input Review Forum
ADSL Broadband connection (asynchronous digital subscriber line)
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Minutes of Meeting No. 10 FUJITSU
Meeting Agenda
1
Review Minutes and Action Points of Previous Meeting, identification of any
AOB items:
Explanation of unresolved actions, in particular any matters outstanding and
identification of AOB matters to ensure adequate meeting time assigned
RH
Service Review, covering the following:
« Issues from Service Review Book
e Issues from ORF feedback report (exception basis only)
« Issues from Capacity Management Report (exception basis only)
e Current service issues / concerns
Review of overall service performance, concentrating on failures/areas of
concern, including major incidents, and service trends, highlighting any
service achievements.
LT
Service improvement Initiatives, including scorecard review.
Identification / discussion of additional service improvement initiatives not
discussed in Service Review.
e To include an update from the joint technical workshop
All
MR/DH
Forward Look covering:
e Release Management
Review of releases and planned dates to facilitate early recognition of I BD
potential issues and concerns to link into business release process
¢ Other Change Initiatives
Sharing of information re other change initiatives planned in either
organisation which may impact on the live service
RH/MR
Any Other Business
To discuss any other matters not covered by above agenda discussions
All
Issues for referral to other forums
Identification of issues which need to be shared/escalated to other
contractual forums
All
Review of Meeting
Identification of improvements in the meeting process
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to discuss any potential impact
and service levels expected
with ADSL
quicker and that there would be no impact on connectivity. The
question asked was would service be improved by ADSL and the
answer that came back was ‘No’
Action complete
23/09: LT has made contact and has been advised to contact
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Held on: 24 October 2003
Action Point Summary/Review of Previous Actions
Action Details : Target - I Owner I Actions Taken Action
Point completion Point
Number date 2 status
AP180701 I RB/LT to organise a workshop Post Sept RB/LT I 24/10: POL awaiting Fujitsu proposal. Carried
to identify/review alternate 1st Fujitsu need to get the S50 release completed before they can Forward
benchmarking proposals and concentrate on this.
associated business risks. 17/10: FS will undertake to provide the results from the S40
exercise as a matter of priority. Briefly, S50 will be completed using
video benchmarking techniques using the same system
components and transaction spread as S40. However, we will be
exploring the use of automated tools and system interaction to
provide more accurate samples in the future — any changes will of
course be agreed with POL. We will also be looking with POL at the
business requirements and the changing product profile with a
view to making future benchmarking exercises more relevant.
23/09: Update to be provided at the next HSMF.
11/09: Workshop arranged for 23/09 after the HSMF meeting.
11/08: RB — FS attendees have been identified. Suggest workshop is
held towards back end of September — dates to be arranged?
AP180713 I RH and MR to develop a joint Sept 03 RH/MR I 24/10: Complete. To be discussed in meeting following HSMF Closed
input review process for release 23/09: MR to bring a statement of readiness document to the
authorisation October HSMF.
20/08: RH is to chair the internal release input review forum.
AP200801 I LT to speak to Dennis Norgard I 16 Sept hap 24/10: BO discussed with DC who stated that transactions may be I Closed
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Douglas Craik. LT to contact Douglas in the next seven days
AP200802 I LT asked FS to provide further
evidence to support their
comments regarding loss of
connectivity during NWB
transactions and the resultant
inappropriate calls to HSH.
16 Sept RB
24/10: FS are still monitoring network calls which have been more
stable in Sept than August. The main issue being system freezes
which are covered by AP230907.
LT asked what activity was being undertaken to address the
inappropriate calls relating to Network Failures. RB confirmed that
3 screen messages were to be rephrased.
Complete
17/10: Network connectivity issues generating HSH calls is being
monitored and updates have been included within the September
SRB.
23/09: LT asked that FS continue to monitor the situation and to
update at the next HSRF.
15/09/03: With the exception of the satellite site connectivity which is
the subject of a cross domain problem and appears now to be
resolved, NWB connectivity loss throughout the rest of the estate is
attributable to comms problems which before, would have remained un-
noticed by the PM. We have asked for a review of all NWB screen
messages with a view to making them clearer, more meaningful etc. An
analysis is included in the August SRB
Closed
AP200807 I DH/RB to organise a workshop
to discuss and seek a resolution
to the mails label problem and
to update the HSMF at the
September meeting.
16 Sept DH/RB
24/10: Labels testing is planned for Nov. It was agreed that POL
would need to consult with FS offline to ensure that testing covers
all required scenarios.
DH stated that the amount of failures is very small
RB stated that the cost of the failures was high but agreed that DH
was right about the small amount.
MR asked if POL were still treating this as a problem
DH stressed that testing is planned to identify the root cause and
that POL are not backing out. The delay is because the
independent tester is not available until Nov.
Carried
forward
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BD asked if the testing would be done using kit on the counter as
she felt from experience that the printers were dirty/dusty.
LT stated that, based on experience at the counter, she found that
if the power on the printer were switched off and then on again, it
worked OK. LT stated that this did not result in calls to HSH.
17/10: FS tested label currently with Graham Illing for comparison
testing against labels being used in the live estate. Have been
advised that the results of the tests will not be available until the
end of November. RB has escalated to LT in view of the urgency
placed via this action point.
23/09: RH would like this action taken to a conclusion by the next
HSMF in October and then closed.
808: Workshop completed and action points agreed:
Transact to obtain examples of tested label — due this week
2 Comparison of tested label against label currently in use: POL to
arrange with label supplier
3. Test having been completed — joint review of results and decision
on consumables out in field.
4. Agreed label specification to be inserted within Schedule 14.
5. POL to contact label supplier to ascertain whether label can be
manufactured to same size without the surround (the part that gets
caught in the printer)
AP200808
RB to provide DH with updated I 16 Sept RB
incident/problem/ continuity
processes
24/10: DH confirmed that POL did not require anything more-
action complete
17/10: Discussed at the October Xdomain Problem Management
review — does POL require some further information at this point?
23/09: RB/DH to discuss after the HSMF
15/09/03: Still awaiting final update to process as part of S40 action
plan. Will share with POL at September SMF.
Closed
AP230901
LH to add agenda item to cover I 26 Sept LH
statement of readiness
10/10: Complete. Agenda item added and invitations sent.
Closed
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document and invite Ann
Cruttenden/Kevin Lenihan/John
Bruce/Graeme Seedall) to the
meeting. (Linked to AP180713)
AP230902 I MR to contact DH by 26/09 to 26 Sept MR Complete Closed
discuss joint technical workshop
requirements and confirm
attendees.
AP230903 I MR to deliver a presentation of I 21 Oct MR 24/10: Presentation to be delivered on 24/10/03 Closed
the technical workshop outputs
to DS/AB/RH.
AP230904 I LH to add a workshop update to I 21 Oct LH 10/10: Complete. Agenda item added for workshop update. Closed
the October agenda.
AP230905 I PB to advise LT which icons will I 3 Oct PB 24/10: Complete information provided to LT Closed
be affected on the 7"
November
AP230906 I LH to produce an HSH call 21 Oct LH 24/10: BO distributed copies at the meeting Closed
reduction action log update In future this will be issued along with the agenda
table also providing updates at
future HSMFs — information to
go out in advance.
AP230907 I PB to provide an update on 10 Oct PB 24/10: Diagnostic tools introduced but any fix will need to follow S50 Carried
screen freezes before the next 09/10: This is proving to be a very difficult problem to track down. forward
HSMF Extensive in-house activity has failed to recreate the fault, despite its
prevalence in the live estate. We have now, however, produced some
diagnostic code which we plan to deliver to a sub-set of the live estate
next week in our attempt to understand the problem better. I will
provide a further update at the October SMF.
AP230908 I PB to clarify whether the 10 Oct PB 24/10: The situation remains unchanged as there is 2 months leeway, Carried
network calls to KMA server the action will be carried forward until FS identify that it can be switched I forward
problem (key refresh — update on again.
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security data) is an underlying It was confirmed that January would be the ‘drop dead’ date but LT
system or transient issue. stated that the sooner the better.
09/10: There has been a peak of Key Refresh activity over the last
couple of months which helps to explain an increase in calls to the
Helpdesk on this topic. With effect from now we have suspended the
Key Refresh activity (it is quite safe to do this as the process was
several months ahead of where it needed to be) and we will re-examine
how a more even distribution of activity over the year can be achieved.
An update will be provided for the next Service Management Forum.
Ap230909 I LH to feed escalation comments I 26 Sept LH 26/09: Complete. AP ORF advised of requirements. Closed
to the AP ORF and request a
drafted letter from Rabia Cody if
required.
AP230910 I LH to make the ORF summary I 21 Oct LH Complete Closed
more succinct
AP230911 I LH to map dates of IRFs and 26 Sept LH 26/09: Complete Closed
HSMFs for RH and assess what
will be included in the SR and
where interim meetings will be
required and include as agenda
items as required.
AP230912 I LD to feed back RH’s 10 Oct LD 24/10: RH asked BD if there were any results from her feedback. Closed
reservations and concerns BD stated that there had been no responses but that the issue was
regarding the rebranding with leaflets.
exercise and S50 software 09/10: Complete. RH's reservations fed back to Beverley Dunn,
distribution dates. John Bruce and Dave Smith
AP230913 I LD to add go-live dates to future I 21 Oct LD 09/10: Complete. S50 product go-lives added to plan - will be Closed
high level overview plans updated on an on-going basis to reflect go-live of products
contained within future software releases
AP230914 I DH to share IR information with I Ongoing DH 24/10: DH stated that information would be shared as and when. The Closed
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FS via Tony Wicks as
appropriate.
current situation is that so far all branches have been kept open. The
next best guess for further IA is 31° Oct and 3 Nov however official
confirmation had not been given at this tage
DH stated that FS can help by keeping service interruptions to a
minimum.
AP241001
To double check the debit card I 24/11/03 RB
figures quoted in the vital
statistics section of the SRB
(page 14)
AP241002
To speak with Ann Cruttenden 24/11/03 BO
to ensure that there is an item in
the IRF to consider
communications for releases.
AP241003
PMo000423 07/11/03 RB
TSD0000358
To provide clarity on these
problems, the name(s) of the
problem manager and confirm
whether they are the same
problem.
AP241004
PB took an action to confirm the I 07/11/03 PB
actual date that the S40R fix
was issued and to allow POL 30
days from this date to monitor
the situation before closing the
problem
AP241005
To identify whether the recent 24/11/03 MR
service outages experienced in
banking would impact any of
the SLA’s for NB (assuming that
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they had happened beyond the
initial period)
AP241006
MR/RH took an action to scope I 24/11/03 MR/RH
and consider a team working
day / % across the 2
organisations.
AP241007
RB and BO took an action to 24/11/03 RB/BO
consider changes to the
scorecard to make it more
meaningful
AP241008
DH/RB took an action to 24/11/03 DH/RB
consider any further relationship
building activity required
between POL problem
Management and the relevant
people within FS
AP241009
NS took an action to look at 24/11/03 NS
what the commercial scorecard
focuses on and to confirm any
directives about what we need
to have on our scorecard.
AP241010
RH took an action to invite 24/11/03 RH
Simon Glynn to present to the
Lead team in POL, following
this it was agreed that it may be
useful to have a Change
presentation at the HSMF.
AP241011
RH took an action to discuss 24/11/03 RH
the ambiguity in the
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organisation in terms of
escalating issues, with Mike
Wells to feed into his action
from the top team working
together meeting.
AP241012 I BD took an action to check 24/11/03 BD
whether there was an error with
the plan in relation to the IRF for
phase 1 of ADSL.
AP241013 I BD took an action to confirm 24/11/03 BD
how the rollout is planned for
Key Guides, big bang or
gradual, in which case, does the
date quoted relate to the start of
the finish of distribution.
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New Action Points, Decisions Recorded, Items Noted
Ref ACTION/DECISION/NOTED —details By Target
Whom Date
(Inits)
Review Minutes and Action Points of Previous meeting
Noted The action points were reviewed and updates provided. No All
new action points were identified at this stage.
Issues arising from the Service Report
Noted RH stated that she was much happier with the style of the All
SRB compared to previous months.
Call volumes were discussed as part of the management
summary. It was agreed that there was a risk that the call
volumes would be consistently over the limit.
LT stated that whilst FS had managed to maintain the level
of service to date this may become an issue.
RB confirmed that the HSH do struggle on Monday
mornings to maintain the service
Noted When discussing OBC, it was noted that all the stops were All
pulled out to manage BT for the Tory conference.
LT asked whether Fujitsu had a response from POL
regarding the 2 H&S issues
RB confirmed that he is now happy that both issues have
been resolved to his satisfaction.
When discussing complaints, LT asked if we were going in
circles in terms of reporting complaints and did it require
intervention again.
RB stated that this was currently being addressed.
When looking at the vital statistics on page 14 of the SRB, All
LT noticed that the average debit card refunds is much
higher than the average payments and questioned whether
this was right.
AP241001 RB took an action to double check these figures. RB 24/11/03
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Noted
Agreed
RB stated that screen freezes and the level of
inappropriate calls were not accounted for when
forecasting call profiles. RB stated that the network calls
are also higher than anticipated.
BO ensured that all work ongoing to address the call
volumes was shared amongst POL and FS.
Work has been done to address the issue of sub-
postmaster selecting the wrong option at NBSC however
the impact this work has had will not be seen until
October’s SRB at the earliest.
It was noted that the changes to messages on Horizon may
also have an impact.
It was agreed that there should be one call reduction plan
to be shared between POL and FS and to be updated
fortnightly.
BO confirmed that there is now only 1 generic problem
relating to the call volumes, the only other problem to be
kept open in this area is the one regarding mails labels.
BO passed a copy of the call reduction plan around the
table.
LT asked what areas would be tackled first as part of the
call reduction plan.
BO confirmed that the big win areas would be tackled first
followed by any quick fixes.
BO stated that the potential reductions quoted in the call
reduction plan were more a gut feel of both POL and FS
rather than scientific calculations
MR noted that if all the activities in the plan come to fruition
we could expect to see a reduction of 2000 to 3000 calls
LT stated that the volume of calls regarding OKI printers
showed a massive increase (page 18) and asked if
instructions on how to use the printers were issued with the
equipment, and if so could they be re-issued. RB stated
that they were subject to copywrite but could go to
branches.
It was noted that there are over 15 000 OKI printers in the
estate and that the current calls may be lifecycle based.
All
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The increase in software calls relating to Smartpost was All
discussed.
It was noted that the issue around the length of time taken
for the initial smartpost transaction of the day could have
been managed jointly by FS sharing the risk / issue and
POL communicating to the network to manage
expectations
BO agreed and suggested that we need to set expectations
by using better communications
AP241002 BO 24/11/03
BO took an action to speak with AC to ensure that there is
an item in the IRF to consider communications for releases
Noted Cross domain problems were discussed in some detail and All
the following points were made:
« PM0000423 A&L banking transaction delays at
bronze branches
AND
« TSDO0000358 A&L disputed ‘late’ reversals
DH questioned whether or not these were the same
problem
AP241003 RB took an action to provide clarity on these problems, the RB 07/11/03
name of the problem manager and confirm whether they
are the same problem.
«¢ TSD0000391 — It was noted that the fix to resolve
this problem was due in the S40R release.
LT asked if the S40R has gone down yet.
PB confirmed that it had but was not sure of the actual
date.
AP241004 PB 07/11/03
PB took an action to confirm the actual date that the fix was
issued and to allow POL 30 days from this date to monitor
the situation before closing the problem
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Noted
Noted
AP241005
Noted
The SLA’s were briefly discussed. It was confirmed that all
SLAs had been met
LT noted that the performance of the call centre was
starting to dip
LT asked for confirmation that the recent outages would
not impact on any of the Availability SLA’s for NB
MR didn’t think it would have an impact on the SLA
MR took an action to take this away and investigate
whether the outages would impact on the SLA’s for NB
RH asked when the NB SLA’s would be invoked
LT confirmed that the NB SLA’s would be invoked 6
months from when we hit 2 million transactions in any
month or 5 million cumulatively. The latter is expected to
happen by the end of October 2003
The performance against the SLA is currently reported but
is not yet contractual therefore traffic lights are not applied.
All
MR 24/11/03
Issues arising from the Review Forum Feedback Report
Noted
The Review forum feedback report was briefly discussed.
There were no issues escalated for discussion at the HSMF
LT questioned a comment from the transaction data ORF
which suggested that the conversion to ADSL may result in
an increase in no polling.
PB stated that he felt the ORF were being over cautious as
a result of the previous comms rollout and that the issue
was not with ADSL but with the implementation of ADSL
All
Issues arising from the Capacity Report
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Noted
It was confirmed that the phase 2 notice had been given
RH stated that it was a disappointing position for POL to be
in, in respect of the gap in planned to actual banking
volumes
MR asked what the reasons were for the slow progress with
NB.
RH briefly explained the main issues: -
The length of the Card Account opening process being far
too long and the focus of our network on getting the
applications right due to pressure on the govt as opposed
to encouraging new banking customers and sales.
The good news is that we are now working to sensible
forecasts as we have seen sufficient volumes to allow for
accurate forecasting
MR asked if this information was getting fed to the Capacity
functions in both organisations.
LT confirmed that the POL capacity manager produces the
report and that he is in regular contact with his equivalent in
FS with monthly Capacity ORF’s.
All
Current Service issues / concerns
Noted
AP241006
DH suggested that it would be useful for Problem
Management in both organisations to spend more time
talking to each and should concentrate on building up[
relationships
RB stated the FS do not have a dedicated Problem
management team like POL do but he agreed that FS
should share their processes with POL to build
understanding.
MR suggested that an expansion to the lead team — team-
working event would be useful across all levels.
RH agreed that it would be extremely useful
MR/RH took an action to scope and consider a team
working day / % across the 2 organisations.
All
MR/RH I 24/11/03
Scorecard
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Noted RH stated that she felt that there was an element of
‘fudging’ scores as the relationship between POL and FS is
good but in some instances activities have been poor and
this disparity cannot be seen in the single scorecard.
MR suggested that if the scorecard doesn’t work as it is, we
should consider ditching it or changing it.
RH confirmed that it should be changed.
LT suggested that we attempt to score relationships and
outputs separately but produce a final score with a possible
weighting attached.
AP241007 RB and BO took an action to consider changes to the BO/RB I 24/11/03
scorecard to make it more meaningful
DH confirmed that work is ongoing to improve the
relationship between POL and FS problem management
AP241008 DH/RB to consider any further relationship building activity DH/RB I 24/11/03
required
RB stated that he’d been asked to alter the relationships
part of the scorecard to keep it in line with the commercial
scorecard but that he had refused. No such request had
come through the POL route.
AP241009 NS took an action to look at what the commercial scorecard NS 24/11/03
focuses on and to confirm any directives about what we
need to have on our scorecard.
RB stated that there were no issues to discuss on the FS
scorecard for POL
BO queried a comment on the scorecard regarding IVR
messages as she thought that some pre recorded generic
messages were in place.
RB confirmed that BO was correct but the message in
question related to the issue of an MBS and required a
more specific level of detail and took some time to get in
place.
Review of Change mechanisms
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Fi
Fe)
UJITSU
Noted
AP241010
RB stated that there was confusion over who was
responsible for what in relation to raising CT, CWP’s etc.
NS stated that work was ongoing to communicate and
improve
MR stated that in FS’s view, the process is not working as it
was envisaged in the contract negotiations.
RH took an action to invite Simon Glynn to present to the
Lead team in POL, following this it was agreed that it may
be useful to have a Change presentation at the HSMF.
All
RH
24/11/03
Issues arising for the Technical Workshop
Noted
DH gave a brief update of the results from the technical
workshop held on 7" October.
The attendees: -
Dave Hulbert
Richard Ashcroft
Torstein Godeseth
Bob Booth
Peter Burden
Tony Wicks and some others from TDA
The group talked through the number of service outages
and identified what happened and why it happened
PB produced some corrective actions as a result and has
agreed to update on actions on a weekly basis.
DH stated that he was concerned about the level of detail
and perceived lack of urgency of actions. He stated that
POL were looking for decisive actions and that a more
open dialogue with more detail and a clear understanding.
That way POL could see where they could help to move
things along.
PB and DH agreed to take this offline to progress the issue.
MR stated that a lack of urgency certainly was not the case
and that activities have been set in motion to address the
main issues: -
Faults with the service
Improvements to processes etc
Changes to monitoring of network
DH
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Noted
Agreed
Agreed
AP241011
LT stated that prior to investigating changes in terms of
monitoring, there needed to be a common agreement on
what was originally provided for in the contract.
LT noted that this tied into the actions taken by MR and
Pete Jeram from the top team working together meeting. It
was agreed that the HSMF should be updated against
these actions and used as a sounding board prior to going
to the Joint Executive Forum.
It was agreed that there is a lack of understanding of the
risks to the online service within some parts of POL
It was noted that FS would be unsure who to speak to as
part of the escalation process.
RH confirmed that NS take all the responsibility for Service
Management whilst Alan Barrie will take on the
responsibility for commercial arrangements.
MR asked further questions regarding the POL structure
and where responsibilities lie.
RH took an action to discuss the ambiguity in the
organisation with Mike Wells to feed into his action from the
top team working together meeting.
All
RH 24/11/03
Issues arising from Release Management
Noted
AP241012
AP241013
BD provided the attendees with a copy of the release
management plan and briefly explained its contents.
RH raised a question that there was nothing on the plan for
the IRF for Phase 1 of ADSL
BD took an action to check whether this was an error with
the plan.
LT asked if the PIN pad key guides would be rolled out as a
‘big bang’
BD stated that this would be a staggered rollout and LT
commented that this could have an impact on the call
centres.
DH asked if the date on the plan for key Guides distributed
(11/12) was the start date for distribution or the end date
BD took an action to confirm how the rollout is planned for
Key Guides
There were no other change initiatives to discuss.
All
BD 24/11/03
BD 24/11/03
AOB
Minutes HSMF OCt 2003
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Horizon Service Management Forum Pe)
Minutes of Meeting No. 10 FU ITSU
Held on: 24 October 2003
Noted RH stated that she had been challenged by Alan Barrie that All
the HSMF haven't been formally escalating up.
It was noted that the HSMF had fed back via input into the
Joint Executive Forum.
RH has agreed to have monthly 1 to 1s with AB to discuss
issues arising form the HSMF.
Review
A review of the meeting was not held
The next meeting will be held on Monday 24"" November in
Dearne House
Agreed as a true and complete record of the meeting:
Signature: Signature:
For Post Office Ltd. For Fujitsu Services Ltd.
Note: Governance Forum Minutes are to be agreed as a true and complete record either at the meeting or within 48 hours of
the end of the meeting (Schedule 4 paragraph 1.1.5). Alternatively, by exchange of digitally signed emails between authorised
signatories.
Minutes HSMF OCt 2003 Page 19 of 23
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POL00394298
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Horizon Service Management Forum
Minutes of Meeting No. 10
Held on: 24 October 2003
fee)
FUJITSU
Communication summary
Key points from the meeting are tabulated below for the information of other Horizon Governance
Forums.
Exec New Demand Joint Commercial Action or Decision
Forum Business Planning I Architecture Forum
Forum Forum I Forum
Minutes HSMF OCt 2003 Page 20 of 23
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